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Call Center Customer Service Rep

5 months ago

Twin Falls, United States Kickback Points L L C Full time
This is not a remote position. Must be willing to work in an office location in Twin Falls, ID. Position is Monday-Friday from 9 am - 6 pm.

About KRS:
KRS is a locally owned and operated company based out of Twin Falls, Idaho. Over the past 21 years, our business has grown to be a national leader in developing and managing customer rewards programs across the country. We build business solutions that make retail operators smarter and more profitable while helping them anticipate and meet their customers' growing needs. With more than 21 years of experience, we're recognized as the market leader in building customer rewards programs that generate brand loyalty, build repeat store visits, and increase bottom-line sales.

KRS recognizes that businesses must be prepared to pivot to meet their customer base's changing needs to succeed in today's competitive retail environment. We are here to provide out retail clients with cutting-edge products and services they need to serve their customers.

As a company, we have high expectations of each other and work as a cohesive team to provide excellent customer service and support to our clients. We are a family that cares for and supports each other.

Overall Responsibility:
To provide accurate, friendly, and service minded attention to phone customers in a team setting. This position is full-time with possible weekend hours scheduled. Full-time employees are scheduled 40 hours per week Monday - Friday starting at $14.50 hourly.

Job Description:
To provide basic information of loyalty programs to customers on how to spend points, how points are earned, how many points are earned at certain locations and programs. Obtain client information by answering phone calls, while providing excellent customer service.

Key Tasks and Responsibilities:

  • Provide excellent customer service
  • Apply appropriate actions to effectively control a call
  • Escalate, when necessary, adjust tone and etiquette to accommodate customer
  • Enroll cards
  • Transferring cards
  • Updating customer information in database
  • Looking up card balances
  • Keeping track of, organizing and using provided information to perform efficiently
  • Maintain communications equipment by reporting any problems
  • Maintain and improve quality results by adhering to standards and guidelines, and recommending improvement procedures
  • Update job knowledge by studying new program descriptions and participating educational opportunities
  • Use an effective approach to handle special telephone tasks such as call transfers, call backs, holds, interruptions, and unintentional disconnects
  • Work efficiently with team me3mbers
  • Other duties as assigned


Skills and Attributes:
  • Availability for weekend shifts
  • Great customer service skills
  • Attention to detail
  • Good understanding of written and oral communication
  • Problem solving skills
  • Data entry / basic computer skills
  • Strong telephone skills and ability to maintain composure during difficult or unpleasant customer situations
  • Ability to multitask
  • Ability to work with limited supervision when necessary
Education and Job Experience Requirements:
  • High School Diploma or GED equivalent preferred
  • Call Center experience preferred
Perks of working for KRS:
  • Great PTO Plan
  • Medical Insurance
  • Health Savings Account (HSA) on applicable health plans
  • Life Insurance
  • 401K with company match
  • Bonusly employee rewards
  • Access to learning platforms
  • Wellness program
  • Supplemental programs